Manager Customer Service
Resume:
Anthony Trommello
*** **** *****, **** #* Sea Isle City, NJ 08243
****.*********@*****.*** www.linkedin.com/in/tony-trommello
Summary
Experienced IT Professional with a demonstrated ability to manage customers, people and projects. Skilled at relationship building and providing superior customer service.
Training & Certifications
ITIL V3 Certified, June 2013
Oracle Applications User Group – Board of Directors 2009-2010
Sungard Availability Services
Service Management Executive 11/2012 – 01/2017
• Managed all phases of assigned customer strategy, implementation and delivery.
• Led customers through full project scope to drive Managed Recovery Program deliverables.
• Coordinated all DR related programs/projects in scope as defined in customer contract.
• Partnered with Sales and Operations to drive superior customer satisfaction and success.
• Consistently met yearly customer satisfaction survey requirements of 100% participation and 80% above grade of 5 on 1-7 scale.
Rimini Street Inc.
Global Operations / Special projects 04/2012 – 8/2012
• Principal expert on Oracle E-Business Suite applications around supportability.
• Worked directly with the CEO to develop and globalize the PSE role within Rimini.
• Assisted in driving globalized PSE role requirements out to 50+ PSE’s.
Burlington Coat Factory
Software Development Manager 06/2007 – 04/2012
• Responsible for support and maintenance of all Oracle Financial and HR applications
• Managed a team of 8 senior software developers, including recruiting, staff development, and career planning.
• Led weekly strategy sessions with CIO executive team (Senior Directors, Divisional VP’s).
• Led the redesign and deployment of unsupported 10.7 Oracle applications (8 customized instances) to a single instance at then current 11.5.10.2 instance. Resources included internal staff supplemented by 5 outside consultants. This project was critical as it encompassed all of Burlington’s merchandise AP environments. Project covered approx. 8 months to complete.
• Project management training via Armiger International and JVS.
Oracle USA
On Demand Service Delivery Manager 01/2006 – 6/2007
• Managed relationship for 10 - 14 High-Touch accounts. Handled all issues pertaining to Oracle.
• Ensured customers adhered to all On Demand practices and procedures to maintain system availability and reliability.
Enterprise Service Delivery Manager 03/2003 – 01/2006
• Managed strategic accounts from a proactive/reactive support perspective to increase customer ROI and enhance total Oracle satisfaction.
• Built/maintained relationships with customer, focusing on “C” level contacts and engagement with Oracle.
• Coordinated/maintained communications between all Oracle LOB’s engaged.
• Became “voice” of customer within Oracle Corporation.
Sr. Field Manager, Delaware Valley Region 11/1997 – 03/2003
• Managed a group of 12 highly skilled technical/functional onsite resources & Oracle DBA’s, servicing 25+ customers within NJ, DE, PA. Duties included hiring/firing/reviews.
• Merck Pharmaceutical, UPS and First USA Bank among customers engaged as part of delivery area.
• Maintained regional budget and P&L for all customers, employees within specified region.
• Collaborated with Sales team to set customer expectations and pricing for projects.
• Responsible for setting up and delivering resources against delivery schedule.
• Maintained regular customer onsite schedules and held regular communications with team members to ensure both customer and employee satisfaction.
References Furnished upon request.
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